Jenna Sutton Email & Phone Number

Northampton, England, United Kingdom

As a Business Relationship Manager, I ensure conflicting customer requirements are mediated appropriately and handle any customer complaints and escalations, ensuring these are dealt with suitably. I ensure customer requirements for new or changed products/services are communicated back to IT and are in alignment with desired business outcomes.I have worked hard to establish and maintain productive relationships across all levels within St Andrew’s and always ensure I explore… Show more As a Business Relationship Manager, I ensure conflicting customer requirements are mediated appropriately and handle any customer complaints and escalations, ensuring these are dealt with suitably. I ensure customer requirements for new or changed products/services are communicated back to IT and are in alignment with desired business outcomes.I have worked hard to establish and maintain productive relationships across all levels within St Andrew’s and always ensure I explore opportunities for growth. Show less

Northampton, England, United Kingdom

As Frontline Services Manager, my responsibilities were very similar to that of Service Desk Manager but with the additional responsibility of managing second line support. I managed a small team of analysts providing IT support. I ensured a high standard of quality customer service was given by first line and second line support whilst adhering too Service Level Agreements set. I oversaw incident management and often managed any problematic calls.As part of this role I also managed all… Show more As Frontline Services Manager, my responsibilities were very similar to that of Service Desk Manager but with the additional responsibility of managing second line support. I managed a small team of analysts providing IT support. I ensured a high standard of quality customer service was given by first line and second line support whilst adhering too Service Level Agreements set. I oversaw incident management and often managed any problematic calls.As part of this role I also managed all Telecoms equipment including Pagers, Radios, Attack Systems, XDA’s and Blackberry’s and managed several small projects including the opening of our Deaf Service, ensuring Deaf members of staff had all technology to safely carry out their job.Achievements• Through effective incident management, calls were reduced from180+ old to 60 days old and less.• Improvement on first line fix from 74.60% fixed within SLA to 86.96%.• Redesigned IT request forms making them more user friendly and easier to use. • Improved Service Request processes, saving the user time. • Existing day to day processes stream lined and simplified which in turn has provided a more professional and efficient service. • Self-service password reset facility rolled out which is gradually showing reduced calls to the service desk. Show less

Northampton, England, United Kingdom

Working within a small service desk environment supporting 3000 + users across multiple sites proving IT support. Delivering first line and second line support; attempting to resolve incidents/service requests within agreed SLA. Working with switches and hubs on a basic level.Achievements• Completed Microsoft Certified Professional courses in XP.• Qualified in ITIL – Foundation V3.• Reduced amount of incidents that fell outside of either response time or SLA set.• Made… Show more Working within a small service desk environment supporting 3000 + users across multiple sites proving IT support. Delivering first line and second line support; attempting to resolve incidents/service requests within agreed SLA. Working with switches and hubs on a basic level.Achievements• Completed Microsoft Certified Professional courses in XP.• Qualified in ITIL – Foundation V3.• Reduced amount of incidents that fell outside of either response time or SLA set.• Made cost savings through better waste disposal.• Created and implemented basic IT Training courses for the first time within St Andrew's. Show less

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